Background

I am a forward-thinking, visionary program management leader with a penchant for delivering excellence, and deep experience with software development teams, process improvement, and cross-team collaboration. I have 10 years’ experience working with cross-functional teams to develop roadmaps, execute on product plans, and bring products to market. My forte is being a masterful cat-herder who excels in decision making, consensus building, and risk mitigation, and I possess a Swiss Army Knife skill set that allows me to adapt to and thrive in any environment. With a background as an English-language educator, I excel at team leadership and mentoring, and communicate exceptionally well to all levels of an organization. I thrive in fast-paced, collaborative environments, and contribute significantly to company culture. Passionate fan of the University of Michigan.

Job experience

• May 2021 - August 2023
  Director of the Project Management Office
  Invoca
  

  Oak Park, IL, USA

  Orchestrated integration of DialogTech systems with Invoca, including: creation of overall framework that covered teams, responsibilities, operating cadence, mapping, and managing dependencies; consolidation of companies' technology stacks; and migrating DialogTech customers to the Invoca platform.
  - Retained over 250 customers and preserved over $15M in customer revenue by spearheading all aspects of post-acquisition program to migrate and onboard legacy DialogTech customers to Invoca, creating project artifacts, conducting frequent meetings, and delivering bi-weekly status reports to stakeholders, including executive leadership.
  - Delivered enhanced integration capabilities to foster increased data efficiency and client value by overseeing complex, time-sensitive updates to third-party software integrations with Salesforce.com and Google Analytics 4 affecting 130 high-value customers. Ensured that at least 75% of highest-priority customers successfully completed data integration updates within 90 days, prior to deadline of July 1, 2023.
  - Co-chaired cross-functional Community Club team, organizing and leading company-wide social events and volunteer initiatives that fostered closer ties between the legacy DialogTech and Invoca organizations, increased synergism, and improved company culture.

• July 2019 - May 2021
  Director, PMO - Engineering
  DialogTech (now Invoca)
  

  Chicago, IL, USA

  Streamlined processes and accelerated project delivery within defined scope by creating results-driven PMO and driving seamless integration of comprehensive agile development approach across 65-person Engineering and Product division. Hired and mentored dynamic team of technical project managers to achieve project excellence, on-time deliveries, and client satisfaction. Oversaw all aspects of software development projects, encompassing UX design, systems architecture and automation, network security, compliance, telephony, and database administration to develop user-centric solutions.
  - Increased operational efficiency and financial sustainability by saving over 1 FTE in developer hours and over $250K in operating costs.
  - Reorganized department into agile-driven Scrum teams, managed team of project leads (Scrum Masters), and led cross-functional software development team as Scrum Master, achieving 25% yearly growth in work commitment completion rate (velocity).
  - Elevated project governance by defining and implementing rigorous standards of practice and center of excellence in alignment with strategic goals throughout project life cycle.
  - Guided establishment of impactful multi-team initiatives, such as successfully obtaining certification for payment card industry (PCI) compliance and implementing protocols for secure management of customer Personally Identifiable Information (PII) and financial data.
  - Organized diverse array of internal company events and volunteer initiatives to promote vibrant and engaged company culture as Co-Chair of Community Club.

• July 2017 - June 2019
  Director of Professional Services
  DialogTech (now Invoca)
  

  Chicago, IL, USA

  Helmed four-team department consisting of Implementation Management, Solutions Consultants, Customer Solution Engineering, and Learning & Development teams to ensure synchronized operations across the company. Managed high-performing group of 14 direct reports, demonstrating sound leadership abilities to consistently deliver exceptional results.
  - Increased revenue from Professional Services over 250% in two years.
  - Generated $270K in annual revenue (2018-19) by creating and implementing Ongoing Support Services offering.
  - Retained over 500 customers and preserved $11M in customer revenue by forming cross-functional team and directing program to migrate and onboard customers from legacy company platform.
  - Instituted new onboarding processes that led to significant 30% reduction in customer Time to Value (TTV), attained via development of standardized Statements of Work (SOW), project management techniques, fee schedules, rate cards, QA automation, and robust training systems.
  - Boosted employee satisfaction with new-hire onboarding program over 60% by researching, selecting, and rolling out new company-wide learning management system (LMS) tool.
  - Co-chaired Community Club, organizing and leading company-wide social events and volunteer initiatives.

• July 2014 - March 2017
  Senior Solutions Architect
  IPC Global
  

  Oak Park, IL, USA

  Administered both large- and small-scale infrastructure, hardware, and software projects, staying within allocated time, budget, and quality constraints. Directed successful commercialization of proprietary data tool that accelerated database build process efficiency by factor of 10, decreasing project overhead costs.
  - Deployed new server environments, drove adoption of two new products, and spearheaded development of over 30 new business intelligence (BI) applications, improving analytics-driven decision making for 12th-largest US school district, and fueling 15% business revenue growth for largest hospital network in SE Michigan.
  - Navigated intricate migration process for four Abbott Labs divisions by expertly implementing new global Qlik environments across international landscape of 25+ countries.
  - Elevated customer product knowledge and drove company value by providing remote and on-site training sessions covering all Qlik software products as Qlik-Certified Trainer and senior member of Qlik’s 2015 Academic/Education Services Partner of the Year team.

• July 2010 - March 2014
  Director, Technology Strategy
  Performics (Publicis Groupe)
  

  Chicago, IL, USA

  Established and built out three teams: Engineering, Business Intelligence, and Operations, overseeing 10 direct reports with annual budget of $1.2M. Partnered with three sister agencies and global stakeholders across business functions on all initiatives. Developed and led global training programs, nurturing skills across teams. Held seat on Executive Leadership Team, helping develop business strategy and drive impactful decisions.
  - Generated $250K in new revenue by orchestrating implementation of new business intelligence reporting tool globally that helped eliminate data management issues and agency-wide reporting inefficiencies.
  - Directed successful deployment of new worldwide CRM tool (Salesforce) and global collaboration platform (SharePoint), leading to $500K in annual savings through process efficiency gains and lowered operating costs.
  - Saved pivotal business unit worth $3M in revenue by meticulously rebuilding its legacy reporting and invoicing system, addressing data management challenges and agency-wide reporting bottlenecks, enabling scale and driving YOY growth exceeding 20%.

• March 2008 - July 2010
  Senior Product Operations Manager
  Google
  

  Chicago, IL, USA

  In global position critical in integrating new products and major product releases into existing operational processes, partnered with Product, Sales, Engineering, and Technical Services teams to lead product commercialization and launch processes for new DoubleClick products. Developed and oversaw release readiness processes, implemented product usability and serviceability initiatives, instituted pre-release testing and post-release analysis processes, and created feature request prioritization process.
  - Launched audience retargeting product three months ahead of schedule, realizing $800K in unpredicted revenue.
  - Shortened product launch time by 33%; grew process flow efficiencies 20% YoY; reduced pre-release testing time by 66%; and lowered post-release code defects by 45%.

• January 2006 - March 2008
  Senior Technical Escalation Analyst
  DoubleClick (now Google)
  

  Chicago, IL, USA

  Established new Escalation Management role servicing four DoubleClick products, liaising between the Engineering, Product, Sales, and Technical Services teams. Developed all escalation and crisis management processes for business-critical issues. Managed backlog of product defects, and developed and managed release readiness process, including client-facing communiques. Helped institute agile software development process (Scrum) and headed team of software developers as Scrum Master.
  - Devised escalation and crisis management protocols tailored for business-critical scenarios, resulting in 80% reduction in Engineering team's response time to critical matters while boosting client satisfaction by average exceeding 25%.
  - Streamlined software development cycle by achieving 40% reduction in release timelines.
  - Executed highly-effective escalation management process, trimming product defect backlog by 70% within just six months, and eliminating system-outage-level issues within four months.

Education

• University of Michigan
  Bachelor of Arts
  

  - present

  English Language & Literature
• Indiana University
  Master of Arts
  

  - present

  Applied Linguistics, specialization in Teaching English to Speakers of Other Languages